Social Landlord Service: No Access Policy

1. Introduction

Great Yarmouth Borough Council (the Council) is committed to delivering a reliable, efficient and customer-focused service across repairs, compliance and tenancy management.

This policy explains how the Council will manage situations where access to a property is not provided for agreed appointments. It sets out the standards customers can expect, the responsibilities of both the Council and the customer, and the actions that may be taken where access is not gained.

The policy supports the Council in meeting its legal and regulatory obligations, while ensuring services are delivered fairly, proportionately and in a way that  protects the health and safety of customers.

This policy applies where access is required to a property for:

• repairs and maintenance (including damp and mould)
• compliance activity (e.g. gas safety, electrical inspections, fire safety)
• tenancy-related visits (e.g. inspections, tenancy audits, support visits)

It applies to all customers where the Council has a right of access in line with tenancy or lease agreements.

The purpose of this policy is to:

• ensure access is obtained to deliver essential services
• set clear expectations for customers
• provide a consistent and proportionate approach to missed appointments
• support compliance with health and safety obligations

2. Service standards

The Council will ensure reasonable notice is provided prior to appointments, in line with the nature of the work and statutory requirements where applicable.

The Council will:

• offer appointments during normal working hours (Monday to Friday, 8:00am - 5:00pm)
• provide reasonable notice of appointments in line with the type of work required
• use appropriate communication methods (e.g. phone, text, letter)
• provide reminders where possible in line with the Repairs Policy
• seek to rearrange appointments at a mutually convenient time

Out of hours access will only be requested where there is an emergency risk to health, safety, or the security of the property.

3. Definitions

Customer: tenants who rent their home under a tenancy agreement, customers who rent under a license, and those who own the property as a leaseholder (whether through shared ownership or outright).

A "no access" event occurs where a pre-arranged appointment cannot proceed because:

• the customer is not present
• access is refused
• the property cannot be entered safely
• access is obstructed

4. Responsibilities

4.1 Council Responsibilities

The Council will:

• provide clear appointment details and reasonable notice
• keep accurate records of all access attempts
• communicate clearly with customers about the need for access
• take a proportionate and customer-focused approach
• consider vulnerability and individual circumstances before escalation

4.2 Customer Responsibilities

Customers are required to:

• provide access at agreed appointment times
• contact the Council in advance if they need to rearrange
• engage with the Council where access has been missed

Failure to provide access may result in further action, including recharges where appropriate, in line with the Recharge Policy.

If a customer is unable to attend a scheduled appointment, they are expected to contact the Council to rearrange wherever possible.

Customers should provide at least 48 hours' notice where reasonably practicable to allow the appointment to be reallocated.

5. No access approach

The Council will take a staged and proportionate approach to gaining access.

The specific actions taken will depend on the type of visit and associated risk, as set out below.

All attempts to gain access will be clearly recorded to evidence that all reasonable steps have been taken.

General Expectations following missed appointments:

• a calling card or notification will be left where possible
• attempt will be made to contact the customer (phone/text)
• appointment will be rebooked

The Council will check for any known vulnerabilities or support needs.

5.1 Repairs (including Damp and Mould)

The Council will take a proportionate approach to gaining access for repairs, based on the nature and urgency of the work.

Routine Repairs (excluding Damp and Mould)

Where access is not gained:

• First No Access
  • appointment will be rebooked
  • contact will be attempted with the customer
• Second No Access
  • further contact attempts will be made
  • the importance of providing access will be explained
• Third No Access
  • the repair may be placed on hold pending customer contact and the customer will be informed accordingly
  • a recharge may be applied to cover reasonable costs incurred, including operative time, in line with the Recharge Policy

Damp and Mould

Due to the potential impact on health, damp and mould cases will be prioritised.

Where access is not gained:

• First No Access
  • appointment will be rebooked
  • contact will be attempted with the customer
• Second No Access
  • the case will be reviewed
  • a recharge may be applied where appropriate
  • further action will be agreed based on risk and customer engagement

The Council will take into account any known vulnerabilities and the potential health risks when determining next steps, in line with obligations under the Repairs Policy

Emergency Repairs and High Risk Damp and Mould

Emergency repairs relate to situations that present an immediate risk to health, safety, or property.
Where access is not provided:

• fewer attempts may be made before escalation
• recharge may be applied at an earlier stage where costs have been incurred
• immediate action may be taken to make the situation safe

Any action taken will be proportionate to the level of risk and in line with the Council's duty to protect health and safety.

5.2 Compliance (EICR, LGSR, FRA etc.)

The Council has a legal duty to carry out these checks. Compliance activity is safety-critical and is required to meet the Council's legal and regulatory obligations.

The Council will take a proactive and risk-based approach to gaining access to ensure all statutory inspections and safety checks are completed within required timescales.

Access Process

Where access is not gained:

• First No Access
  • immediate attempts will be made to contact the customer
  • the importance of the visit and associated safety risks will be clearly explained
  • a further appointment will be arranged as soon as possible
  • a recharge may be applied where reasonable costs have been incurred, particularly where appointments have been pre-booked with contractors
• Second No Access
  • the case will be escalated
  • formal communication will be issued outlining:
  • legal obligations to provide access
  • risks to health and safety
  • potential next steps
  • a further appointment will be arranged
• Third No Access (or earlier where risk dictates)
  • the case will be reviewed for enforcement action
  • this may include seeking legal remedies such as warrants or injunctions to gain access where required

High-Risk and Overdue Cases

For high-risk compliance activity (e.g. gas safety, fire safety, or overdue inspections):

• escalation may take place after fewer missed appointments
• immediate action may be taken where there is a risk to life or property
• the Council may seek legal remedies to gain access

General Principles

• the Council will evidence all reasonable attempts to gain access
• actions taken will be proportionate to the level of risk
• vulnerability and individual circumstances will be considered before escalation
• in some cases, where works are delivered by subcontractors, extended appointment options may be available

5.3 Tenancy Visits

Tenancy visits are carried out to support effective tenancy management, ensure properties are being maintained appropriately, and identify any support needs.
The Council will take an engagement-led and proportionate approach to gaining access for tenancy-related visits.

Access Process

Where access is not gained:

• First No Access
  • attempt will be made to contact the customer
  • a further appointment will be arranged
  • the purpose of the visit will be explained
• Second No Access
  • further attempts will be made to contact the customer
  • alternative methods of engagement may be considered (e.g. phone contact or written communication)
  • a further appointment will be offered
• Third No Access
  • the case will be reviewed by Tenancy Services
  • further action may be considered, including additional tenancy engagement or follow-up

Ongoing No Access

Where access continues to not be provided:

• the case may be managed through tenancy management processes
• this may include consideration of tenancy enforcement action where appropriate

General Principles

• the Council will seek to engage with customers and resolve access issues informally wherever possible
• the purpose and benefit of the visit will be clearly communicated
• vulnerability and individual circumstances will be considered when determining next steps

5.4 No Access Summary Guidance

6. Recharge for missed appointments

Where access is not provided for a confirmed appointment, the Council may recharge reasonable costs incurred.
This may include:

• missed contractor appointments
• additional visits required to complete works

All recharges will be applied in line with the Recharge Policy and will be:

• fair
• proportionate
• clearly explained to the customer

Recharge will not normally apply where there are exceptional circumstances.

7. Vulnerability and support

Vulnerability will be considered before any enforcement or recharge decision is made.
Before taking further action, the Council will consider:

• age, disability, or health conditions
• mental health or support needs
• language or communication barriers

Where appropriate, the Council will:

• make reasonable adjustments
• work with support services
• take a tailored approach to gaining access

This reflects the Council's commitment to fairness and inclusion.

8. Monitoring and review

The Council will monitor:

• number of missed appointments
• access rates across services
• compliance completion rates

Records of no access cases will be maintained to support audit, performance monitoring and compliance assurance.

This information will be used to improve services and ensure a consistent approach.

9. Related policies

This policy should be read alongside:

• Repairs Policy
• Recharge Policy
• Tenancy Agreement
• Health and Safety Policy

10. Review of policy

This policy shall have a light touch review annually plus a full review every three years unless an earlier review is required.

The Council will apply this policy fairly, consistently, and proportionately, having regard to statutory obligations, regulatory standards, Ombudsman guidance, and individual circumstances.

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